What? Again, the computer system is required by the agent to support the customer. It IS part of the customer service function. If the system doesn't work, or is incorrect, it adversely affects the service provided to the customer, and the customer is unhappy. However they do it now, they could keep the systems in synch. So what if they're separate systems? Update them at the same time so that their information is the same. Whoever suggested allowing people access to internal or proprietary information? And you're assuming that this excessive wait time happened to only one customer in whatever time period. I'm suggesting, through recent personal experiences, that long wait times are not exceptions any more, and that Disney could do a better job supporting the customer (while being "fiscally responsible" ). And, if it is a glitch, fix it, because it can happen again. Being a glitch isn't an excuse and doesn't make it any better for a specific customer. Anyway, obviously this no longer has anything to do with the original post, so I'm out. At least my number of posts increased a little! And I can go back to cleaning up the trees and limbs littering our property.